As a hotel owner or manager, you are likely to receive negative feedback from guests at some point. It is important to know how to deal with this type of criticism in a way that preserves your relationship with the guest and minimises damage to your business.
In this blog post, we will discuss five tips for handling negative feedback from hotel guests. No matter how luxurious your space looks or how well-known your hotel linen supplier is, there will always be guests who won’t be satisfied with the simplest things. So, let’s get this started!
1. Always listen to the guest
The first and most important tip is to always listen to the guest. It is easy to get defensive when you are on the receiving end of criticism, but it is important to remember that the guest is the customer and their opinion matters. Take the time to listen to what they have to say and try to understand their perspective.
2. Apologise for the inconvenience
Once you have listened to the guest and understand their complaint, the next step is to apologise for the inconvenience. Even if you do not believe that you or your hotel are at fault, an apology shows that you are willing to take responsibility and try to make things right.
3. Offer a solution
After you have apologised, it is time to offer a solution. If the guest is unhappy with their room, see if you can offer them a different room. If the issue is with something that cannot be changed, such as the noise level in the hotel, offer them a discount on their stay or a complimentary breakfast.
4. Follow up with the guest
Once you have offered a solution, it is important to follow up with the guest to ensure that their issue has been resolved. This can be done by sending them a personalised email or giving them a call. Checking in with the guest shows that you care about their experience and want to ensure that they are satisfied.
5. Use negative feedback as an opportunity to improve
Finally, it is important to use negative feedback as an opportunity to improve. Take the time to review the complaint and see if there is anything you can do to prevent the issue from happening again in the future. This could involve making changes to your hotel policies or training your staff members.
By following these tips, you will be able to effectively deal with negative feedback from hotel guests. Remember that it is important to listen to the guest, apologise for the inconvenience, offer a solution, follow up and use the feedback as an opportunity to improve. By handling complaints in a professional and positive manner, you will be able to maintain a good relationship with the guest and improve your business.
Do you have tips on how to handle negative feedback from hotel guests? Share them with us in the comments!